What users are saying about
6 Ratings
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Score 7.7 out of 101
Top Rated
19 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

NICE inContact CXone

Not suited for 911 dialing and browser issues and recording.
No photo available

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
NICE inContact CXone
8.6
Agent dashboard
8x8 Virtual Contact Center
8.0
NICE inContact CXone
9.0
Validate callers
8x8 Virtual Contact Center
9.0
NICE inContact CXone
8.0
Outbound response
8x8 Virtual Contact Center
10.0
NICE inContact CXone
7.0
Call forwarding
8x8 Virtual Contact Center
10.0
NICE inContact CXone
8.0
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Warm transfer
8x8 Virtual Contact Center
9.0
NICE inContact CXone
8.0
Predictive dialing
8x8 Virtual Contact Center
8.0
NICE inContact CXone
Interactive voice response
8x8 Virtual Contact Center
8.0
NICE inContact CXone
9.0
Call scripts
8x8 Virtual Contact Center
9.0
NICE inContact CXone
10.0
Call tracking
8x8 Virtual Contact Center
9.0
NICE inContact CXone
10.0
REST APIs
8x8 Virtual Contact Center
NICE inContact CXone
9.0
CRM software integration
8x8 Virtual Contact Center
NICE inContact CXone
8.0

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
NICE inContact CXone
6.1
Inbound call routing
8x8 Virtual Contact Center
10.0
NICE inContact CXone
9.0
Recording
8x8 Virtual Contact Center
9.0
NICE inContact CXone
1.0
Quality management
8x8 Virtual Contact Center
9.0
NICE inContact CXone
1.0
Call analytics
8x8 Virtual Contact Center
8.0
NICE inContact CXone
7.0
Historical reporting
8x8 Virtual Contact Center
7.5
NICE inContact CXone
7.0
Live reporting
8x8 Virtual Contact Center
9.0
NICE inContact CXone
6.0
Omnichannel inbound routing
8x8 Virtual Contact Center
NICE inContact CXone
9.0
Customer surveys
8x8 Virtual Contact Center
NICE inContact CXone
9.0

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • Text analytics- trending open-ended feedback.
  • Marrying structured and unstructured data.
  • Centralizing customer sentiment into one tool.
No photo available

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • Filtering out bad data.
  • Response time from customer support.
  • Lack of account management and concern.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
NICE inContact CXone5.7
Based on 8 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni profile photo

Usability

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • Increased employee efficiency
  • Increase in number of opportunities identified
  • Helps understand our customer voice
Justin Sarni profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

NICE inContact CXone

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details